Improving Performance: Evaluation and Customer Service Training

📊 Performance evaluation involves assessing the employee's contribution to agreed-upon objectives and identifying performance gaps.

🎯 New goals and tasks are established based on the evaluation, and recognition or disciplinary measures may be implemented accordingly.

⚖️ Performance evaluation helps maintain work-life balance and promotes personal development.

👥 The performance evaluation interview involves assessing competencies and goals, as well as identifying areas for improvement.

📊 Competencies such as achievement orientation, customer service, and negotiation are rated on a scale from 1 to 4.

🗒️ The rating is based on the daily performance and feedback provided by the employee's direct managers.

The speaker expresses gratitude for the support and inclusion in new projects.

A customer praised the speaker as a high-level executive who quickly resolved a problem.

The speaker received a low rating in negotiation due to providing extra services beyond company limits.

📋 The video discusses the importance of performance management and feedback in a business.

💼 A specific case is mentioned where a customer had a higher bill and the importance of addressing the issue with transparency and offering compensation is emphasized.

🎯 The video also highlights the achievement of important objectives, such as exceeding sales targets and receiving high ratings.

👩‍💼 Maintaining a work-life balance is important, especially when it comes to staying late at work and managing family commitments.

⏱️ The goal is to reduce customer service response time from 5-9 minutes to a maximum of 15 minutes, but improvement has not been seen in recent months.

🔄 Two key areas to focus on are negotiation skills and finding ways to reduce customer service response time.

📚 Creating a manual for the sales team to know how much they can offer to customers and providing alternatives to handle difficult clients.

🎓 Considering a training session to handle conflictive clients and potentially forming a group to share knowledge and improve performance.

⏱️ Acknowledging the importance of balancing customer satisfaction with time management and committing to creating a detailed product manual for quick problem-solving.

📊 The challenge is to reduce customer service response time to six minutes or less.

💪 The employee is praised for their work and is encouraged to further develop within the company.

👏 The meeting concludes with gratitude for the employee's attendance.